ABOUT JOSEPH

A brief introduction

For 12 years now Joe Sloan has assisted with the customer experience, customer lifecycle management, market research, customer retention analysis, intake processes and operations at the Apollo Education Group via Western International University and the University of Phoenix. Supporting over 1 million customers globally, he has successfully enhanced the consumer experience through the strategic evaluation of industry research, creation of system/technology interventions and the formation of service units that positively impact customer satisfaction and revenue growth.

WORK EXPERIENCE

Responsible for improving customer retention and operations through the utilization of industry research and the implementation of business units that offer best-in-class customer management, support, engagement and services.

Assisted Senior Vice President with management of a $8MM-$10MM budget, P&L, financial planning/analysis and forecasts.

Launched suite of telephonic customer support services to over 1 million global customers across 100+ site locations.

Managed domestic/international customer support services at five site locations with emphasis on launching enhanced customer service programs while improving retention rates, satisfaction rates and graduation rates.

University-wide oversight of domestic/international intake and customer service support staff at five site locations.

Responsible for assisting with new customer growth strategies at Western International University and Apollo Global with emphasis on customer service techniques, customer assessments methods, staff training/development and technology integrations.

Improved customer show rates by 10% in the first 12 months resulting in YOY improved revenue growth.

Chair of Operational Leadership Committee responsible for tracking, managing and prioritizing customer-facing projects, system integrations, system enhancements and new on-site and online service roll outs.

July

2007

june

2009

Customer Success Manager

Western International University - (An Apollo Education Group Subsidiary)

Increased online customer web portal usage by 50% as appointed site administrator responsible for customer communications, system enhancements, system integrations, online content and assessment processes.

MY EDUCATION

In earning a PhD in General Psychology with an Emphasis in Industrial and Organizational Psychology, learners examine empirical, research-based approaches to understanding mental and thought processes including memory, reasoning, intelligence, motivation and learning. Learners study and examine the methods and principles to business and industry, human behavior at work, and employee-management relationships. Topics also include exploring methods for accelerating individual, group, and organizational performance through consulting, coaching, and change management. Leadership theories, models, styles and best practices will also be explored.

The Master of Business Administration (MBA) program prepares students in the functional areas of business allowing them to develop managerial skills necessary to be effective in a rapidly changing business environment. The program is designed for students with an interest in entering or advancing their careers in business. The program reflects current research of managerial competencies as well as graduate business standards as reflected by existing national standardized graduate business tests.

The Bachelor of Science in Management (BSM) degree program is designed to develop the professional knowledge and skills of cross functional managers in any organization. The BSM degree enhances skills necessary for improved organizational effectiveness in a dynamic and evolving workplace. The curriculum focuses on the development of management roles. It emphasizes skills necessary to align resources, and to improve communication, productivity, and effectiveness.